Anyone with experiance of complaining to BMW UK
Discussion
Need a little help and advice.
We have a Z4m in the family which has been nothing but trouble since the month after it was bought.
I don't want to boar you with all of the details but it has developed a fault nearly every month for the last 14 months. Works done include replacement of the ECU, various sender units, numerous oxygen sensors, partial wiring loom and both cats.
To be fair to the dealers they have been nothing but helpful and courteous, and I know they are as anxious to try and solve the problems as we are. However the latest fault is the battery mysteriously going flat over night.
This has happened 4 times now with BMW assist attending each time. And despite them having the car back every time they are again telling us that there is still no fault found.
I think enough is enough and I would like to see the car gone. Does anyone have any experience of persistent problems like this with BMW?
What I am really looking for is actual cases of what dealers/BMW have offered so I know what I should be asking for and what I could reasonably expect as a resolution.
Also any contact details for BMW UK complaints department would be useful along with how you got on with them. Has anyone got a name or email of people worth speaking with?
As every, thanking in anticipation of your assistance
John
We have a Z4m in the family which has been nothing but trouble since the month after it was bought.
I don't want to boar you with all of the details but it has developed a fault nearly every month for the last 14 months. Works done include replacement of the ECU, various sender units, numerous oxygen sensors, partial wiring loom and both cats.
To be fair to the dealers they have been nothing but helpful and courteous, and I know they are as anxious to try and solve the problems as we are. However the latest fault is the battery mysteriously going flat over night.
This has happened 4 times now with BMW assist attending each time. And despite them having the car back every time they are again telling us that there is still no fault found.
I think enough is enough and I would like to see the car gone. Does anyone have any experience of persistent problems like this with BMW?
What I am really looking for is actual cases of what dealers/BMW have offered so I know what I should be asking for and what I could reasonably expect as a resolution.
Also any contact details for BMW UK complaints department would be useful along with how you got on with them. Has anyone got a name or email of people worth speaking with?
As every, thanking in anticipation of your assistance
John
Hi John,
Sorry to hear of your troubles. I've spoken with BMW about problems with a dealer, but don't have anything much to add. What I would say is that this would be well worth putting in the BMW General section, I'm sure you'd get someone who's had similar issues.
Best of luck with getting a resolution
Pork
Sorry to hear of your troubles. I've spoken with BMW about problems with a dealer, but don't have anything much to add. What I would say is that this would be well worth putting in the BMW General section, I'm sure you'd get someone who's had similar issues.
Best of luck with getting a resolution
Pork
I work for Mercedes, different manufacturer I know, but BMW should be similar in their way of dealing with these issues. Anyway, when we have on-going issues similar to yours we can speak to the manufacturer about a vehicle exchange; for example we are just in the process of exchanging an ML for a customer who has had gearbox issues since day 1, they have mainly been cured now with a new gearbox being fitted, but Merc have agreed to exchange his car for him; although he has had to pay about £9k to cover the cost of the 20k miles he's done in the car over the past 16 months.
What I suggest is you speak to the Aftersales Director of the Main Dealer you are dealing with and let him know you want to 'reject' the vehicle; he should then have a process he can go through with the manufacturer which will involve him submitting your case history with the car, and all of your car's details as it stands at the moment, mileage, current faults etc. BMW should then make you an offer of p/x'ing the car with a considerable input from themselves towards a new car, or take the vehicle away and refund you the purchase price of the car, less a contribution for the mileage you have covered.
As I said this is how Mercedes would deal with this situation; BMW may well be different, but I would be surprised if they turn their backs on you.
Good luck, and keep us updated.
What I suggest is you speak to the Aftersales Director of the Main Dealer you are dealing with and let him know you want to 'reject' the vehicle; he should then have a process he can go through with the manufacturer which will involve him submitting your case history with the car, and all of your car's details as it stands at the moment, mileage, current faults etc. BMW should then make you an offer of p/x'ing the car with a considerable input from themselves towards a new car, or take the vehicle away and refund you the purchase price of the car, less a contribution for the mileage you have covered.
As I said this is how Mercedes would deal with this situation; BMW may well be different, but I would be surprised if they turn their backs on you.
Good luck, and keep us updated.
If they are saying there is no fault, then that means they are implying you are some how leaving electical consumtpion on and drain the battery so...I would suggest to them to keep the car for a couple of days and see if it happens overnight as you say
Now some ideas from experience...I have worked at a brand headquarter level for a few years (not BMW and not any more)...and yes it involves legal activity some times
1. Is your car under warranty? if it is and provided you are servicing it at BMW and you have not fitted independently other electrical devices etc..and if the car is having the SAME problems despite attempts to fix it you can argue the case that BMW is unable to repair the faults as obliged under warranty because the SAME faults keep emerging again in which case and if you can prove this from receipts, work order copies etc you would probably win in court and get a refund or your car being replaced. So a key question is what would make you happy?
2.If the problems that emerge are all different and BMW does fix them, this is in line with their obligations arising from the warranty and you probably have no case in court I am afraid
3. The other route you could argue press for a complete engine replacement, all electonics ECUs etc, a big job but you may end up getting rid of the problems. again BMW will argue the problem is not the whole engine so why change it, but given problems keep reappearing from the engine area and parts replaced/fixed do not prevent it, so they clearly do not know the source of the problem
Whatever you decide you need to start correspondence with BMW UK Customer Service, write to them, start keeping records of everything, it may involve lawyers and legal advice, most certainly if you intend to go for 1.
hope this helps
Now some ideas from experience...I have worked at a brand headquarter level for a few years (not BMW and not any more)...and yes it involves legal activity some times
1. Is your car under warranty? if it is and provided you are servicing it at BMW and you have not fitted independently other electrical devices etc..and if the car is having the SAME problems despite attempts to fix it you can argue the case that BMW is unable to repair the faults as obliged under warranty because the SAME faults keep emerging again in which case and if you can prove this from receipts, work order copies etc you would probably win in court and get a refund or your car being replaced. So a key question is what would make you happy?
2.If the problems that emerge are all different and BMW does fix them, this is in line with their obligations arising from the warranty and you probably have no case in court I am afraid
3. The other route you could argue press for a complete engine replacement, all electonics ECUs etc, a big job but you may end up getting rid of the problems. again BMW will argue the problem is not the whole engine so why change it, but given problems keep reappearing from the engine area and parts replaced/fixed do not prevent it, so they clearly do not know the source of the problem
Whatever you decide you need to start correspondence with BMW UK Customer Service, write to them, start keeping records of everything, it may involve lawyers and legal advice, most certainly if you intend to go for 1.
hope this helps
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